What is and is not stuff GM's will help silver/bronze accounts with?

[Mystfit]

<p>I was reading a SC thread where the red name said account related stuff is covered for free accounts where /petition stuff is not.</p><p>I'm curious, how can one tell what things are and anre not support by silver vs gold.</p><p>For example, if the game does something wrong, is that covered?</p><p>I ask as a friend of mine is f2p and there is a known bug in game, can they get a resolution? (in this example, it is a known problem that if your house makes it into the leaderboards and you are offline when it happens, you don't get the title.  She hasn't received a single of the titles because of something that isn't really her fault. SHe seems to have no means to address this. )</p><p>I can see where dealing with our stupid msitakes or whatever isn't covered, but I am curious about this angle.</p>

[Wingrider01]

<p><cite>Mystfit wrote:</cite></p><blockquote><p>I was reading a SC thread where the red name said account related stuff is covered for free accounts where /petition stuff is not.</p><p>I'm curious, how can one tell what things are and anre not support by silver vs gold.</p><p>For example, if the game does something wrong, is that covered?</p><p>I ask as a friend of mine is f2p and there is a known bug in game, can they get a resolution? (in this example, it is a known problem that if your house makes it into the leaderboards and you are offline when it happens, you don't get the title.  She hasn't received a single of the titles because of something that isn't really her fault. SHe seems to have no means to address this. )</p><p>I can see where dealing with our stupid msitakes or whatever isn't covered, but I am curious about this angle.</p></blockquote><p>the matrix shows knowledge base support only for anyone below the rank of gold except for transaction based issues. So suspect the answer is no.</p>

[TSR-MattG]

<p>Something like that would not qualify as it's a non-gating (doesn't prevent gameplay) in-game bug. Stuff like account features, billing problems, etc is what you're qualified to get direct help on if you're bronze/silver.</p>

[Mystfit]

<p>Gotcha. Ok, thanks, that'll help me when people questions things in chat. Too bad, she decorates nicely, be nice to enjoy the titles!  </p>

[TSR-MattG]

<p><cite>Mystfit wrote:</cite></p><blockquote><p>Gotcha. Ok, thanks, that'll help me when people questions things in chat. Too bad, she decorates nicely, be nice to enjoy the titles!  </p></blockquote><p>No problem! Let us know if you have any other questions not covered by the matrix <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /></p>

[Riffy]

<p>So, I logged on an old character to run him through the Brewday quests over the weekend.  I got to Valla and she had no quest for me, so I checked back in my completed quest log to find that I had already completed that particular quest on 3/14/2010 and had been rewarded the Carpet of Clover.  I also checked my Mounts achievement and it clearly states that I have 2 mounts.  On my Mounts tab there is only one mount listed there.  The carpet mount is missing.  It's not in my mount tab, nor in my packs or in the bank.  And its not been placed in any of my houses.  It's gone.  So, I immediately sent in a /petition only to be told via email the next day that basically I was out of luck.  Either pay up and get gold and then they would recover it for me or get over it.  Oh, and they included some links that would help me sub to gold, or find lost character slots or even recover missing race packs.  But, surprise, nothing about recovering a lost item in game.</p><p>I guess it doesn't matter that at the time of doing the quest I was a paying customer.</p><p>I don't expect anything to come of this post, but I had to vent so there it is..</p><p>/wave</p><p>Riffy</p><p>P.S.  Situation resolved to my satisfaction.  Thank you SOE.</p>

[TSR-MattG]

<p>Glad to hear we came to an acceptable solution in the end. To my knowledge I believe the carpet of clover is a 24 hour use item only, that was probably why it was no longer in your mounts tab. Once used, it's gone, similar to the mounts you can get from the moonlight enchantments <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /></p>